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Contact Centre Barge-In

What is a barge-in?

Barge-in a term entrenched in the realm of voice technology and Interactive Voice Response (IVR) systems, especially contact centres. 

Barge-in within a contact centre setup allows a supervisor to listen live to agent calls and barge-in if necessary.

Applications that enable barge-in can also allow supervisors to whisper to agents without the customer hearing. Sometimes this is useful in training or as a precursor to a barge-in. This feature is useful when customers request a supervisor or when agents need assistance with a customer’s query. 

However, barge-ins can easily confuse callers, so we recommend that clear protocols for when and how barge-in is used are established across the organisation.


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How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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